NOC Identifying, diagnosing and resolving customers problems affecting network performance and escalate to higher level support using time based and severity criteria. ###### **Requirements** * Proactive monitoring, performance analysis and diagnosis of various NSP networking problems (Physical, Routing \& Transmission problems). * Identifying, diagnosing and resolving problems affecting network performance and escalate to higher level support using time\-based and severity criteria. * Handle, troubleshoot, follow up, and report daily network incidents. * Troubleshooting all supported services (MPLS VPN, Frame Relay, SDSL…) through NOOR’s network and tracing PVCs through WAN Switches and CORE routers. * Handling basic customer configuration requests on their routers. * Troubleshooting customers’ physical and logical problems and helping customers in designing and configuring their networks. * Configuring CPE devices. Troubleshoot configuration problems related to customers from both, customer and service provider sides. * Monitoring different types of transmissions (E1s, IMA groups, E3s, STM1s….etc) on edge and core devices. * Troubleshooting customers’ problems related to different WAN technologies (ATM, TDM, and IP DSLAMs). * Troubleshooting advanced customer PE to CE routing problems. * Troubleshooting routing problems include BGP peering with customers. * After sales support/service acceptance. * Performing the first troubleshooting steps for the corporate customers’ problems. * Responsible for leading and participating in providing assistance to customers in an enterprise and multi\-sites infrastructure needing to resolve problems with their network by answering service requests. * Take the first call from Enterprise clients on all day to day technical issues (provide the front\-line support). * Resolve customer issues by phone and email, with regard to our troubleshooting. * Maintain regular communication with the Enterprise organization’s Representative so as to be aware of the intricacies of each of the clients’ network. * Providing technical procedure taken to solve customer’s problem on a reported issue, so it can be overviewed. * Referring any specific financial or accounting questions to the customer’s account manager. * Providing documented procedures for future maintenance and migrations. * Regularly update and record changes to the client during problem solving. * Isolate customer problem and handle escalations to appropriate support team level if need. * Follow up and participate with the Technician team to solve customer’s problem which requires to follow up with the technician on site in addition to hand guidance. * Configure modem and customer CPE if there is a hardware failure at customer’s site.